Loan Servicing Specialist

The Loan Servicing Specialist I & II positions work with the Retail Loan Servicing team, which is comprised of multiple work groups, each one specializing in a different stage of the loan process. A member of any work group will be responsible for performing operational duties associated with Consumer and Residential Mortgage Loans, and Business Loan escrow accounts within assigned work team and in accordance with banking regulations. They will need to work effectively with the Retail Loan Servicing team and provide customer service for both internal and external customers through phone, email, and written correspondence.

Loan Servicing Specialist I

• Perform daily duties with moderate supervision or direction within your defined work group to complete tasks within the group. Expected to review reports for accuracy; balance the work of the group or of one’s own work; conduct and verify online maintenance; prepare and enter data into the online system; perform operational duties associated with consumer loan products, mortgage products, and business loan escrow accounts; post payments, payment corrections and loan adjustments; data entry and disbursement of tax payments and insurance premiums; provide complete and accurate payoff quotes.
• Provide exceptional customer service to internal and external customers through a variety of communication channels and take ownership of the inquiry typically by researching and resolving basic inquiries; obtain pertinent information to escalate to other team members for further assistance; monitor department email and distribute to appropriate work groups.
• Perform credit file administration functions including but not limited to the review of loan documents for quality control; interaction with Loan Officers with regard to loan documentation; perfection and release of loan collateral documentation using external system; add loan and verification functions on the mainframe (i.e. Loan Boarding to core).
• Maintain records and reports by validating scanned documents for quality assurance in the imaging system; file and retrieve hard copy documents; prepare, distribute, and monitor reports to associated team members; record for audit verification; legal and correspondence files.
• Adhere to regulatory and technical requirements of outside agencies; perform duties per the most recent written procedures for all assigned functions within the assigned work group to ensure the daily completion of all tasks within established completion deadlines; complete all education, training and professional development required for this position.

Loan Servicing Specialist II

Performs all duties and responsibilities of the Loan Servicing Specialist I while demonstrating advanced knowledge and proficiency across multiple Loan Servicing functions. Additional responsibilities include:

• • Supporting and cross-training within two or more work groups.
  • Performing specialized and complex operational activities.
  • Independently researching and resolving complex customer and operational issues.
  • Serving as a departmental and supervisory resource.
  • Performing other higher-level duties as assigned.

• 
  A High School Diploma or GED.

• Demonstrated ability to work in an office related work environment with a focus on production and customer service.

• Must be able to work independently and as part of a team with a high level of organizational skills with minimal supervision.

• Strong interpersonal relations and communication skills.

• Well established organization techniques.

• Moderate computer skills to work with data, spreadsheets, word documents and other industry specific software.

• Strong analytical and problem-solving abilities.

• Level I: A minimum of two (2) years’ experience in banking and/or loan servicing preferred.
• Level II: A minimum of three (3) years’ experience in banking, loan servicing or related field is required.